London & Country Mortgages (L&C) is the UK’s leading fee free mortgage broker. L&C takes your privacy seriously and takes every reasonable precaution to safeguard the personal information you supply to it.
We take your privacy seriously. This Privacy Statement explains what personal information we collect and how we use it.
We know there’s probably other things you’d rather be doing. But we recommend you read this through carefully – and get in touch with us if you have any questions about it.
This document includes important information about how we use your personal data. If you want to talk to us more about it, you can get in touch using the details below.
L&C has its corporate HQ in Bath. You can find out more about us on our website at www.landc.co.uk
L&C is responsible for processing the personal information you provide to us and is registered with the Information Commissioners Office in the UK under the UK Data Protection Act 1998 (registration number Z6282085).
We’re serious about protecting your personal information. Please read on to find out what information we’ll need from you and how we look after it, including our Cookies policy.
To give you the best service possible (online and otherwise), we’ll need to ask you for certain personal information. And if you use our secure services, we’ll also use this information for security, identification and verification purposes.
When you access our website, we’ll also collect information about the devices you’re using – or ask third parties to do this for us. As this involves using technologies such as cookies, (which you’ve probably seen pop-up messages about whenever you use a website), please read our Cookies policy.
Rest assured, we only ever collect information that helps us provide our services to you. We will keep your information for as long as is needed and only for the following purposes:
We sometimes need to pass your information on to third parties who provide services to us. We do this on the understanding that they care for your information as carefully as we do, keep it confidential and use it only for the agreed purposes above.
So that we can offer you the best service throughout your relationship with us (either now or in the future), we’ll hold your personal information securely in our systems. This will include any information provided by you or others (for example, if you’re making a joint application) in various ways, including (but not limited to):
If you tell us about changes to your personal details, we’ll update your records in our database for you. But if you’ve opened an account or policy with another organisation that we introduced you to, you’ll need to contact them personally to make updates.
When you make an enquiry with us about any of the services we offer, we’ll ask you to provide some contact information. This may include some or all of the following:
If you apply for a mortgage through us, we’ll ask you for your direct debit details to pass onto your chosen lender so that they can collect your mortgage payments.
If the product you’ve applied for carries a cost – for example, a valuation fee – we’ll ask you to provide payment information such as your debit card or credit card details.
To help make sure it’s only you who can access your personal account, we’ll ask you to set up some security information that only you will know.
For products such as insurance, we’ll need to collect and process information that the Data Protection Act defines as “sensitive”. This includes details about your health and any criminal convictions you have. If we need to ask for anything like this, we’ll always explain what information we require and why. Rest assured, we’ll always process and store this information securely.
If you give personal information about someone else (such as a joint applicant), then it’s really important to make sure you have their permission to do so.
If someone gives information about you – or you give us details about someone else – we may add it to the personal information we already hold about you or them. This will only be used in the ways we describe in this privacy notice.
To use parts of our website you’ll have to first fill out a registration form and choose a password. The registration form will ask for contact information such as your name and email address. We use this information to protect your personal information.,
London & Country Mortgages is the sole owner of the information collected via our website (www.landc.co.uk) and also any information you provide in relation to an enquiry when you speak to one of our agents.
Your data together with that of other L&C users may be aggregated for the building of statistical and analytical tables. At no time will your data be individually identifiable in such tables.
Even with security measures in place, it’s important to remember that the internet is not 100% secure. This means we can’t guarantee the security of any information you send us online. We’re also not responsible for any loss or damage you or others may suffer as a result of losing the confidentiality of your information.
When you visit our website or use our online services, we collect certain data automatically. This may include (but isn’t limited to) the following:
So that we can offer you the best possible customer service, we may monitor or record our phone calls with you. This helps us check we’ve done what you asked us to do correctly, resolve any queries or issues and train our staff to provide a quality service. We also monitor phone calls for regulatory purposes and to help detect and prevent fraud and other crimes.
We want to give all our customers the best standard of service we can. So we use your personal information to make our products and services as effective as possible. Read on to find out all the ways in which we do this.
Storing your personal information helps us improve our products, services and the ways in which we offer them to you – in lots of different ways.
We’ll need to use your information to accept you as a new or returning customer.
When any of our customers apply for a product, the law requires us to check their identity. This makes it harder for criminals to use financial systems, or to use false names and addresses to steal the identities of innocent people. Checking everyone’s identity is an important way of fighting money laundering and other criminal activities.
To confirm that you are who you say you are, we’ll try to verify your name and address by checking your details against databases held by credit reference agencies and the electoral roll. If we can’t verify your name and address in this way, we may ask you to provide us with other documents to confirm these details.
So we don’t have to start from scratch every time you contact us, we use your information to provide and improve the support we offer. For example, answering any specific questions you have or helping you access your account when you’ve forgotten your log-in information.
We’ll use your details to identify other products and services we offer that we believe you might want to know about – but only if you give us consent.
If you no longer wish to receive such information from us, you can update your preferences by writing to us at the address below, or giving us a call:
Marketing Department, London and Country Mortgages, Beazer House Lower Bristol Road Bath BA2 3BA
Email: firstname.lastname@example.org Call: 01225 408 000
We’ll invite some of our customers to take part in market research. If you take part, we’ll use any feedback you give us to improve the products and services we offer.
We sometimes run prize draws, competitions, promotions and surveys. If you take part in these promotional activities, we’ll use the personal data you provide us with for these activities.
We may use your information for fraud investigation, detection and prevention measures and in order to provide suitable security for your account and your information that we hold (such as to enable us to prevent others logging in to your account without your permission from unknown devices).
We may use your information for the investigation, detection and prevention of crime (other than fraud).
To ensure you have the best possible experience when you contact us, we’ll use your information to ensure our team has the knowledge and expertise to meet your needs.
Knowing more about who our customers are can help us improve the products we offer. So we’ll use your data for reporting and analytical purposes – for example, looking at how many of our customers are in the north or south of the country.
Collecting data on how you use our websites helps us to better understand your interests. It can also help us detect if someone else is trying to access your account or use the services that we’re providing you. By building a clearer picture of how you interact with us, we can help make sure we’re offering you our best service.
Like any business, we need to make sure we keep comprehensive and up to date records of the ways we process your information – along with the day-to-day administrative tasks that go into running our business.
Our goal is to make sure all our customers are happy with our service. But we’re only human. So if you do make a complaint, we’ll use the information we have about you to help us resolve things for you.
As you might expect, the law requires us to comply with lots of regulations – including ones about processing customer information. Where necessary, we use your personal data to allow us to fulfil our legal requirements.
We want to make all our communications as useful to you as possible. To achieve this, we may use performance tracking technology within our emails to capture information including (but not limited to) the time and date you open our emails and the type of device you used to open them.
The first thing these details allow us to see is whether our emails are opened, and what links our customers click on within them. Then we use this information to improve the emails we send to you and the services we provide.
We may share this information with other organisations (for example, mortgage lenders) to help them improve their own interactions with you. Rest assured that we won’t pass your data to any third parties for marketing purposes unless you have an existing relationship with them. And you won’t receive any marketing emails from them unless you’ve given them your consent to contact you in this way.
See our Cookies policy for more information about how we collect data about your online activity.
Like every business, we want to understand our customers even better. To do this, we may research what people are saying about us in public comments made on social networking sites such as Twitter and Facebook.
To save you time, if you’re an existing customer applying for a new product, we may speed up the account opening process by pre-filling application forms with the information we already hold about you.
If we ever have to use your personal information for any purposes that we haven’t described in this policy, you’ll hear from us. We’ll let you know exactly what we’ll use it for before we go any further and, where appropriate, obtain your consent.
We understand that personal information is just that – personal. So when we process your personal data, we make sure we satisfy the conditions prescribed by data protection laws to do so. This section covers what those conditions are.
Data protection laws require that, to process your personal data, we must meet at least one prescribed condition for it. We rely on the following conditions for the activities we carry out.
In most cases, you’ll provide the information covered in section 3 because you want to use our services. This means that our use of your information is governed by contract terms. It’s your choice to give us this information. If you choose not to, we may not be able to provide all the services you want.
This condition is one we rely on for data processing in the following scenarios:
Where we collect other information from you – or when third parties do so for us – we always ask for your consent first. For example, before you use our website you’ll be asked to consent to us using cookies to collect data about the device you’re using. If you don’t want to give consent, or you remove your consent at a later point, we may not be able to provide all the services you want.
We also seek your consent in the following scenarios:
Necessary in our legitimate interests or those of a third party
In the United Kingdom, organisations can use personal information where the benefits of doing so are not outweighed by the interests or fundamental rights or freedoms of individuals. The law calls this the “Legitimate Interests” condition for processing.
We rely on this condition for processing personal data for the following benefits:
To provide our services to you, we’ll sometimes need to share your personal information with relevant organisations – such as lenders, insurers and fraud prevention agencies.
Because of the nature of our role as a mortgage adviser, we share the personal information you give us with people who need to handle it so that we can provide our services to you. If you were introduced to us by a 3rd party, we’ll update them about how your enquiry with us is progressing. And finally, we may also pass your personal information to fraud prevention agencies. This helps us keep our systems secure and – where necessary – protect either your or our best interests.
Here are the organisations that we may share your personal information with:
To fulfil our contractual obligations, we’ll also share your personal data with the following third parties:
To help you benefit from the services of our expert partners, we’ll also share your personal data with the following organisations – but only with your consent:
If you no longer wish us to share your data with any of these organisations, you may withdraw your consent at any time.
We’ll also share your personal data with the following data processors where necessary to fulfil our services and regulatory obligations:
Sharing information with these organisations allows us to better understand your needs. Allowing us to provide our services in the efficient way that you expect from us.
You can rest assured that we’ll always make sure your information remains safe and secure.
As a UK based company, all the personal information we process is protected by European data protection standards. And, if we ever have to send data overseas, we take care that it’s covered by the same high standards.
L&C is based exclusively in the UK. Our main databases are in the UK and Northern Europe. This means any personal information we access from or transfer to these locations is protected by European data protection standards.
While countries in the European Economic Area all have rigorous data protection laws, there are parts of the world that don’t offer the same quality of legal protection when it comes to your personal information.
So to make sure we keep your personal information safe and sound, we apply strict safeguards when transferring it overseas. For example:
It’s really important that you understand your rights in relation to your personal information – as well as how you can contact us if you have any questions or concerns. This section covers just that.
You have the right to see and receive a copy of any personal information we hold about you. You also have the right to have any inaccurate information corrected. We’ll be happy to talk through these requests with you. But, as I’m sure you’ll appreciate, there’s a need for us to protect your confidentiality.
One of the ways we protect your confidentiality is to check that anyone asking for personal information has the right to receive it. Sometimes we may ask you to prove your identity or provide a written authority before making information available.
To ask for a copy of your details, or to make a change to your details, please write to:
Data Protection Officer,
London and Country Mortgages,
Lower Bristol Road,
You can also ask us to restrict access, stop processing, correct mistakes or delete the information we hold on you. It’s worth noting that in some cases we’re not always required to correct, delete or stop processing personal data, even if you ask us to.
In certain circumstances (e.g. where you provide your information to us (a) with consent to process it or (b) where the processing is necessary for the performance of our contract with you) you can require that we provide the information we hold about you either to you or a third party in a commonly used format. This only applies if we’re processing it solely using automated processes. If you’d like more information about this, let us know by emailing Andrew.Boyd@landc.co.uk
We take the privacy of your personal information very seriously. But if you ever feel you need to complain about how we’ve handled things, you can contact us in any of the following ways:
If your complaint is about the administration, or terms and conditions of a product sold by us but provided by a lender/insurer, you may need to contact them about it. If needed, we’ll forward details of your complaint to the insurer concerned, as well as giving you their contact details.
To help make sure you always speak to the right person about your complaint, if it looks like another company will be better able to handle your case, we’ll let you know how to contact them. We’ll also send details of your complaint to them, to get them up to speed.
If you're still unhappy with any aspect of how we handle your personal information, you also have the right to contact the Information Commissioner’s Office (ICO). This is the supervisory authority that regulates handling of personal information in the UK. You can contact them in the following ways:
We’re committed to keeping your personal information safe and sound. In this section, you’ll read about the security measures we take to protect our customers’ data.
At L&C, we understand how important it is to keep your personal information secure. We use a variety of technologies and procedures to protect your private data from being accessed, used or disclosed in any way it shouldn’t be. For example, we store the information you give us on computer systems with limited access, which are located in controlled facilities. We also regularly review our policies and procedures to make sure they remain relevant.
The security arrangements we’ve put in place include physical, organisational, and technological measures. Together, they help to protect the personal information we hold from risks including:
As covered in section 5, we have to share your information with third parties to carry out some of our services, including lenders and insurers among others. We require every third party that we share information with to keep up adequate security safeguards and comply with all the required laws and standards for protecting personal information.
Don’t worry about your information sitting around in a database forever – we only keep it for as long as we need to. Here’s how that process works.
We’ll keep your personal information securely stored for as long as we need it to provide you with the services you want from us. We also keep it to comply with legal obligations – and to help us resolve any disputes that might come up.
As the reasons that we keep your personal information can vary – depending on what it is and what products or services you’re signed up to – we may need to keep certain details for longer than others.
In every case, we regularly reassess whether we need to hold your personal information. And anything that we don’t need anymore will be securely disposed of.
A cookie is a very small text file that a website saves to your computer's hard disk. Its purpose is to store any information that you give about yourself, or to save your preferences.
So when you log into the L&C website, your unique ID number, and the time you signed in, is stored in an encrypted cookie on your hard disk. This then allows you to move from page to page on our website without constantly having to log in again. We use session cookies to store data on our server that are individual to you. When you log out, these session cookies will be deleted from your computer.
At a basic level, cookies will:
The cookies we use let our websites store certain types of information, and not others.
There’s lots of different cookies with different purposes. The ones we use fall into four categories:
These cookies let you move around our websites and use all the features. Without them, you wouldn't be able to do things like use online banking, or use forms to apply for products. These cookies also help keep your banking session secure.
These simply help us improve the way our website works. They tell us how people use each page, which ones are viewed most often, or whether any errors occurred.
These cookies store your personal settings (such as font sizes and volume level), or remember basic information that you've entered – so that next time you visit our website, it's all there for you. For example, if you enter a value to complete one of our calculators, we’ll enter this value in other tools and calculators throughout the site.
These cookies help make sure the adverts you see on your screen are relevant and useful to you.
By using our website, you're consenting to us using cookies in the ways described above. But if you change your mind, you can alter your cookie settings at any time through your browser settings.
We recommend that you don't change your cookie settings, as blocking some or all of them may affect how well our website performs for you.
But if you do decide to change them, you can do this through your browser. Each browser works in a different way, so a good place to start is by searching ‘cookie settings’ in your browser’s help section.
If you prefer, you can choose to just turn off advertising cookies by blocking specific companies. You’ll still see adverts on the internet but they might not be tailored to your likely interests or preferences.
You can set your advertising preferences here. This link will open in a new window, so you can keep reading this document.
Content or applications provided by our following key suppliers are covered by their own policies:
Please note, L&C is not responsible for the content of external websites.
Necessary cookies are only placed on your hard disk by our websites, and not by any third parties.
To make you aware, it’s a condition of using our websites to accept these cookies. If you block them, we can’t guarantee or predict how our websites will perform when you use them. Blocking them also means you won’t be able to use secure parts of the websites such as the Internet Bank.
Performance cookies are placed on your hard disk by our websites or by third parties who provide specialist information to us.
Examples of the information collected include:
The majority of our customisation cookies are placed on your hard disk by our websites. Some will be placed by third parties who provide specialist information to us.
Some of our targeting cookies are placed on your hard disk by our websites, and others are placed by third parties, including advertisers. For example, we use call tracks to find out where on our site calls were made from.
Let us do the hard work for you.We'll keep an eye on the latest mortgage rates, offers and related services so you're always up to speed.